Technical Support Specialist

4 weeks ago


Nova Scotia, Canada Roche Full time

Job Summary

The ideal candidate will play a critical role in front-line support for our customers, providing installations, maintenance, and repairs of our customers' instrumentation on-site. This position has a direct impact on patient care and has the ability to change and save lives.

Key Responsibilities

  • Provide service and support for assigned customers
  • Assist Roche Care Centre Technical Support Specialists, Lab Integration, Field Application Specialists, and account managers to provide solutions and improve support for Roche Diagnostics Canada customers
  • Participate in service, sales, and customer meetings
  • Back-up other Support Representatives during heavy workload and when required
  • Perform instrumentation QC in head office and prepare instrument shipment

Preventive Maintenance & Technical Service Bulletins

  • Perform preventative maintenance for assigned instruments and systems
  • Complete technical service bulletins on assigned instruments and systems, as per Roche Diagnostics Canada guidelines and timelines

Administrative Duties

  • Complete Service Report Orders (SO)
  • Complete other administrative duties, such as expense management, timesheets, training and development planning, and technical reading

Instrument Installation Process

  • Perform site inspections and complete required documentation
  • Provide recommendations for preparing adequate environments for Roche instrument installations
  • Install Roche instrumentation and integrated solutions
  • Complete paperwork and documentation in a timely manner

Requirements

  • Exceptional communication skills in English
  • Highly customer-centric with excellent verbal and written communication, demonstrated ability to interact and build relationships at all levels
  • Out-of-the-box thinker and master problem solver
  • Able to keep calm under pressure and maintain focus
  • Thorough, rigorous, and exhaustive approach to problem solving
  • Diploma of Collegial Studies in Electronic Technology or Community College Specialty in Biomedical Engineering
  • Knowledge of instrument computer, laptop, and personal computer
  • Knowledge of Windows and common Office programs (Word, Excel, PowerPoint)
  • 2-3 years of service experience in diagnostics instrumentation troubleshooting (a plus)
  • Must be available to work on standby and be flexible to travel within North America and Europe
  • Minimum knowledge of IT systems & Network infrastructure


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